Operations Manager II

The Role

Kasa is seeking an entrepreneurial leader to be Market Manager overseeing operations of our New Orleans Market.  Kasa is a rapidly growing flexible accommodations brand that works with premiere real estate partners to offer guests the quality of an established hospitality brand and the comfort of a fully furnished short-term rental apartment.  The company combines technology and innovative new ways of operating to create a brand that is beloved by guests and indispensable to our property partners.  As a Market Manager, you will be responsible for the overall guest quality, financial, and operational outcomes of the Kasa units and properties you oversee and will build and maintain a team of Kasa employees and third-party contractors to help support the 365-day-a-year needs of our guests and property partners.  You will have the opportunity to propose and implement new ideas, and the ability to work with a broad and talented set of other Kasa teams to innovate and find ways to create ever better guest and partner experiences.

About the Team

This role is part of Kasa’s Portfolio Operations department, whose mission is to ensure our guests, partners, and neighbors have a seamless Kasa experience. You will oversee a set of passionate and engaged team members within the New Orleans market, including contracted housekeeping partners and maintenance specialists. You will report to the Area General Manager and will be able to collaborate (and commiserate) with other Operations Managers and field teams across Kasa’s national set of markets.

Day in the life of a Kasa Operations Manager

Your role will involve a wide range of activities leading and operating in the New Orleans market.  Broadly, you will work with your team to achieve four main goals in the market:

1. Ensure that every Kasa guest has a five-star stay. This means establishing dependable standards for cleanliness, maintenance, wifi and technology uptime, unit listing accuracy (on kasa.com and other websites), and coordinating with Kasa’s central Guest Experience team when local engagement is needed.
2. Build mutually beneficial relationships with local property partners. This means spending the time with the leasing office and building maintenance teams at properties Kasa operates in, seeking to find ways to make Kasa a net benefit to their property and vice versa.
3. Maintain every unit to a level that Kasa can be proud of. Whether repairing and replacing furniture, restocking, touch up painting, or performing more involved maintenance, you want every Kasa unit you oversee to be one you’d be proud for a family member or friend to stay in, for a day or a month.
4. Monitor your market’s expenses and adhere to budgets. Your job isn’t to count every dollar, but you are ultimately accountable to making sure that each dollar spent can be explained and tied back to achieving your other goals, and ensuring the team avoids wastefulness or inattention.

In practice, achieving these goals will require you to spend significant time in the field at properties, meeting with and shadowing your team, engaging with local property partners, or supporting guests.  We expect Market Managers to spend 60-75% of time at properties, and 25-40% of time behind a desk or in meetings (either at home or, where we have one, at a local Kasa office).  When not directly engaged at properties, you can expect to spend time organizing and prioritizing the schedules of your teams, pushing for additional support and/or resources to resolve issues you have identified, or learning about and implementing a series of improved technologies and processes that Kasa is continuously developing to support our Portfolio Operations teams.

Experience

• You have 4+ years of community, operations or property management experience.
• You have 1-2+ years of experience managing hourly employees.
• You’ve been responsible for achieving quantitative targets and find that lofty goals make you excited, not nervous.
• You’re app-fluent - comfortable with mobile technology, and eager to learn new systems and platforms to make you better at your job.
• You are highly organized and understand the power of a clear and prioritized schedule in order to ensure that work is getting done.
• You’re scrappy and willing to do what it takes to accomplish Kasa’s goals in your market, and motivate others to do the same.
• You have reliable transportation and are open to traveling to multiple locations/cities.
• You are comfortable using Microsoft Office or Google Suite and can interpret basic financial statements.
• You can handle stressful situations with a calm and positive demeanor.
• You consider yourself a “people person” and enjoy working with others, whether they be fellow employees, guests, or third party contractors.

Plus if...

• 2+ years of hospitality experience
• 2+ years of customer service experience
• You have worked in a startup environment where changes are always happening.
• You pride yourself on your communication and organizational skills.

In one year, you will succeed at Kasa by having:

• Established yourself as a top Operations Manager by consecutively having your market reach monthly quality and review rating goals
• Set a high bar for quality standards within your market through preventative maintenance upkeep and housekeeping collaboration efforts
• Earned the trust of your local property partners, and ideally have them clamoring for Kasa to expand in their buildings

Curious about the Kasa experience? Save 15% when you book on kasa.com

Benefits

• Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a discount on any night for friends and family.
• The Pay: The starting base pay range for this role is between $75,000 and $85,000 and is set based on multiple considerations, including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits.
• Generous Stock Option Plan: At Kasa, our compensation philosophy is to offer a total compensation package that over-indexes on equity to encourage our team to think like owners (by being owners) and benefit from the value growth that our collective hard work creates. 
• Flexible PTO: Full-time exempt Kasa employees are encouraged to take time off as they need and see fit, ensuring that it’s not disruptive to their work.
• 401(k) Plan: As you invest in yourself and your future, Kasa invests in you too: we offer a generous 401(k) contribution match. 
• Health Coverage: We’ve invested in comprehensive health insurance options to help when you need it most.
• Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, cell-phone reimbursement, home office stipend, and more!